HP Unveils Cloud-Based Service Desk Solution

HP

today announced HP Service Anywhere, a Software-as-a-Service (SaaS) IT service management (ITSM) solution that delivers a simple-to-use, modern experience that enables IT professionals to increase productivity while managing and delivering high-quality services. HP Service Anywhere integrates key technologies, such as the market-leading HP Universal Configuration Management Database (UCMDB), which manages services, applications and hardware across the IT environment. It is populated and maintained with HP Universal Discovery software, which automates discovery and dependency mapping of relevant IT elements. To prevent service downtime and maximize employee productivity, organizations need simple, agile IT service desk solutions that help resolve incidents rapidly while adapting to changing enterprise requirements. Organizations also need to reduce the costs and complexity of deploying and upgrading mission-critical service desk solutions to avoid disrupting the delivery and quality of internal services. As part of the HP Converged Cloud strategy, HP Service Anywhere is an ITSM software solution that can be delivered as a service via the cloud. It enables clients to quickly resolve IT incidents and ensure availability of critical services that drive innovation. The new solution features an intuitive user interface and is simple to deploy, manage and upgrade. "Customers of all sizes are looking for cloud-based IT service desk solutions that are easy to implement and configure," said George Flansburg, operations management practice lead, ResultsPositive, an HP partner. "HP Service Anywhere is a simple-to-implement service desk SaaS offering that allows both midsize and large customers to be up and running within weeks." HP Service Anywhere provides comprehensive service desk capabilities, including the handling of inbound requests and IT service configuration information as well as incident, problem and change management. The solution features social collaboration for sharing and recording advice and communications. Social collaboration can improve first call resolution (FCR) rates, shorten handling times and reduce escalations by immediately alerting and engaging the right people to resolve issues.